Review Time
Normally love Tortilla.
Leeds Train Station.
Ordered a large bowl for around a tenner.
Why can I see the bottom of the container?
Stingy half scoops of everything. Scooping rice, beans etc and then pouring half back in the tray each time before adding to my bowl.
I laughed in disbelief halfway through and said.
"Can you add more chicken?"
"You want to buy a second scoop?"
"No... I want you to fill the first one!"
Normally love Tortilla. Leeds Train Station. Ordered a large bowl for around a tenner. Why can I see the bottom of the container? Stingy half scoops of everything. Scooping rice, beans etc and then pouring half back in the tray each time before adding to my bowl. I laughed in disbelief halfway through and said. "Can you add more chicken?""You want to buy a second scoop?""No... I want you to fill the first one!"
I waited in the queue and watched what went into a medium Burrito , 1 scoop of rice and 1 scoop of chicken, i ordered a large Burrito and the filling was 1 scoop of rice and 1 scoop of chicken, so its just the flour tortilla that's large, it just means that the large is folded over more. The price for this difference is £1.50, talk about maximizing your profits at the expense of your customers.
Not sure what all the bad reviews are for, my partner and I had a brilliant time in the coventry branch, "maximus" behind the counter was a top lad and the food was brilliant, nothing fancy, just good honest conversations and good food.
Terrible customer service at the Euston Station store in London this evening (around 6:30pm). First time trying Tortilla and I wouldn’t return. When I arrived I was ignored because one member of staff was disciplining another. I had to wait while he finished telling her off about something to do with cash handling. It was extremely unprofessional to have this conversation in front of customers and he was not trying to keep his voice down. I got the impression he was trying to embarrass her by talking loudly in fact. I then got told (rudely) to go to the other end of the counter if I’m ordering food, and was not offered a menu so I had no idea how the process worked. A different staff member then asked me if I want medium or large, I asked what the difference was and he just said medium or large, when he could’ve shown me the sort of size of each one. The staff members continued to sort of be arsey with each other while they made my burrito, which was not hot at all. I paid £18 for a burrito and 2 drinks which seems insane. No wonder this was the only store at Euston without a queue. Can’t imagine this chain will last long if they continue to employ such rude people.
The staff in your Cabot circus store are consistently rude and argumentative, a stain on your brand which I have found good in other locations. There seems to be a culture here of backchatting to customers, zero respect and have seen this on more than one occasion. Customer service is worse than 0/10
16/10/2025Spoiled Rice, Health Issues, and Rude, Offensive Management — Deeply DisappointedAs someone of Southern American descent, I know good food and can handle bold flavors. I came to this restaurant with a friend, excited to enjoy a meal and expecting quality. What I got instead was spoiled rice that smelt and tasted like garbage, stomach cramps, and a manager who treated me with complete disregard.I ordered the beef mixed rice bowl (£14.80), which included both white and smoked rice. The dish looked great, but from the first bite, I noticed a strong, putrid smell; like decomposing rubbish. With each bite, the taste got worse, and it became clear the rice was spoiled.I politely returned to the counter and asked when the rice had been prepared. I explained my concerns calmly and respectfully. The server stayed completely silent, then simply opened his arm in the direction of the manager. The manager came over to the counter with no greeting, no concern, and no apology.She spoke to me in an unfriendly, condescending, snappy manner, immediately dismissing my complaint. She said I was the first person to mention it and that other customers hadn’t complained and then pulled a smirky face; implying I was either mistaken or lying. When I asked her to smell the rice to demonstrate I wasn’t lying and to show her I had only taken a few mouthfuls as these had a sour, garbage-like odor; she refused.She claimed the rice is fine and is changed every two hours, yet couldn’t say when it was last cooked or replaced.She then tried to explain that the rice was smoked and contained lime, and implied I hadn’t tasted this kind of rice before. She compared the spoiled smell to the natural aroma of smoked rice and suggested I was uncultured for not recognizing it. This was not only inaccurate, but deeply offensive. I know what smoked rice tastes like, and this was not it.Most shockingly, she continued serving the same rice to other customers without checking its freshness or removing it from service. Her tone was defensive and completely unprofessional. I was refunded only for the bowl, not the full meal deal, despite returning the entire dish. It felt like she was more concerned with protecting the restaurant’s image than ensuring food safety and customers health.My friend, who also noticed the strange smell, chose not to complain and ate hers (burrito with rice) and has since been suffering from stomach pains and diarrhoea . I myself had to use the bathroom quite quickly after and continued to experience cramping and toilet issues the following day, my stomach is it knots.Rice safety is no joke. Improperly stored or reheated rice can harbor Bacillus cereus, a bacteria that causes food poisoning, leading to nausea, vomiting, diarrhea, and abdominal cramps. Spoiled rice typically emits a sour, musty, putrid smell : exactly what I experienced. These symptoms are consistent with what we’ve gone through.The manager acted as if the problem was me ,not the food ,but it absolutely was the food, and it was of extremely poor quality. I will be taking further action and reporting this incident to the appropriate food safety authorities.I strongly advise others not to eat at this premises unless they wish to have diarrhoea. The food safety standards and customer service are unacceptable.
I ordered from Uber Eats — a Burrito Large Meal — but what got delivered was just a small burrito filled only with beans and rice. The extra beef and guacamole I paid for weren’t added at all. This is a complete scam! If you’re ordering remotely, you can easily get ripped off! Uber Eats did nothing about it! I paid £22 for what was basically just beans and rice in a tiny burrito! On top of that, the chips that were supposed to be included were missing as well. Total scam — never order from them!
I have been attending tortilla frequently over the last three years. About a year ago something clearly changed with how they are running the restaurants. The quality of ingredients declined, prices increased and they introduced screens to order through which are painful. I stopped attending but thought today I’d give it another go to see if anything changed. It seems to have gotten slightly worse than previously in that the pitiful portion size (particularly meat), was seemingly all the server could do as he explained he was being watched by a camera and could not risk his job doing more.. sounds like a dystopian company to work for. I hope management realise making cuts to the most important parts to the business (people and food) is not going to be an effective strategy for them. No plans of attending again in the future.
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